Senior Account Support & Escalations Specialist

ACV Auctions; Buffalo (NY); On-site; USD 28,000 - 39,000; Full time

Job summary

ACV Auctions seeks a Sr Account Support Representative to partner with dealerships across the U.S., resolving complex escalations and coaching the team to deliver an exceptional customer experience.

You will review performance, conduct training, and collaborate with internal groups to streamline workflows, while maintaining service standards. The role requires strong communication, CRM proficiency, and the ability to manage high call and email volumes.

Qualifications

• Ability to read, write, speak and understand English.
• High School or GED - required
• 3 year(s) Administrative or Customer Service role
• Team Player at heart - mentoring, collaborating with and supporting the professional development of those around you.
• Strong collaboration, time management, influencing and prioritization skills are critical to the success of this role
• Ability to be self-motivated and able to work independently
• Adapt quickly to shifting priorities and assist others during the process

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Review the day-to-day activities of the team and performance reporting to provide appropriate guidance on escalations.
• Manage and resolve complex customer escalations at the Tier III level, ensuring timely and effective solutions while maintaining a high standard of customer satisfaction.
• Conduct contact quality reviews for ASR I and II representatives, providing detailed feedback and ensuring adherence to company standards, policies, and best practices.
• Perform quality assessments of both AI-assisted and manual calls, supporting the team in evaluating performance, identifying opportunities for improvement, and maintaining consistency across customer interactions.
• Facilitate training sessions for both new hires and existing staff, delivering ongoing development programs and providing additional training support as needed.
• Partner with the team, supporting them in utilizing skills to improve their confidence, knowledge, and communication skills to achieve goals.
• Identify and assess customers' needs to achieve customer satisfaction.
• Build rapport with internal and external customers and promote teamwork.
• Effectively manage large amounts of calls and emails.
• Identify areas of improvement to achieve more effective and efficient workflows.

Skills

English proficiency

Team player

Collaboration

Time management

Independent work

Adaptability

Analytical thinking

Written and verbal communication

Problem solving

Education

High School Diploma or GED

Tools

Salesforce

NetSuite

Microsoft Office

Google Workspace

CRM software

Job description

ACV Auctions seeks a Sr Account Support Representative to partner with dealerships across the U.S., resolving complex escalations and coaching the team to deliver an exceptional customer experience.

You will review performance, conduct training, and collaborate with internal groups to streamline workflows, while maintaining service standards. The role requires strong communication, CRM proficiency, and the ability to manage high call and email volumes.